Platform Science is hiring a
Tech Support Specialist
Platform Science
π΅ $55k-$62k
πRemote - United States
Please let Platform Science know you found this job on JobsCollider. Thanks! π
Summary
Join Platform Science as a Tech Support Specialist in San Diego, CA to assist customers with technical issues associated with our products and services. Work hours are Sunday - Thursday 3:30am-12:30pm PDT.
Requirements
- Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Salesforce)
- Ability to provide step-by-step technical help, both written and verbal
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Ability to work well under pressure
- Flexibility to potentially work shift hours
Responsibilities
- Resolving customer questions, recommending technical solutions, guiding product users through features and functionalities
- Diagnose and troubleshoot technical issues, including heavy android application support
- Track calls to resolution, within agreed time limits
- Talk customers through a series of actions, either via phone, email or chat, until theyβve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
- Provide prompt and accurate feedback to customers and log cases in Salesforce
- Document technical knowledge in the form of Knowledge Base articles within Salesforce
- Maintain courteous and professional relationships with clients
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Gather customer feedback and document using company tools
Benefits
- Medical, dental, and vision insurance
- Short-term and long-term disability insurances
- AD&D and life insurance
- 401k plan
- Paid vacation, sick leave and holidays
- Six weeks of paid parental leave
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Please let Platform Science know you found this job on JobsCollider. Thanks! π